Job Description
Workforce Management Analyst
The Workforce Management Analyst will support the performance and operational excellence of our multi-site, blended contact center environment. This role will play a pivotal part in optimizing staffing models, managing workforce data, and enabling real-time and strategic decisions through advanced reporting and analytics. The role is faster than average pace and requires a detail-oriented individual who understands how to apply analytical thinking concepts in areas of problem solving and decision making. This role is essential to our success and is a critical partner in the optimization of our contact center scheduling to provide Best-in-Class service to our customers. ROLES AND RESPONSIBILITIES
· Generate and maintain forecasts using historical data, seasonal trends, and business inputs.· Collaborate with WFM planners to create optimized agent schedules that align with service goals and staffing budgets.· Conduct shrinkage, occupancy, and headcount modeling to support hiring and workforce strategies.· Identify risks and recommend actionable adjustments to meet SLAs and KPIs across multiple channels (voice, chat, email).· Design and deliver interactive dashboards and automated reports in Power BI to track agent productivity, schedule adherence, service levels, and interval-level performance.· Perform root-cause analysis on performance gaps (e.g., under/over staffing, absenteeism, unproductive time).· Own the generation of daily, weekly, and monthly reporting packages for stakeholders.· Partner with stakeholders to correlate performance trends with coaching and training outcomes.· Responsible for the data integrity of WFM system (or comparable WFM tools) to ensure accuracy of schedules, real-time adherence, agent profiles, and reporting data.· Maintain system configurations, troubleshoot integration issues (ACD/CRM), and liaise with IT and vendor support teams.· Lead user onboarding, role assignments, and maintenance of system documentation and SOPs.· Other duties as assigned by management. QUALIFICATIONS AND EDUCATION REQUIREMENTS · 2+ years of experience in Workforce Management within a contact center environment.· Proficiency in NICE IEX WFM or a comparable platform (e.g., Verint, Calabrio, Aspect).· Advanced Excel and Power BI experience; ability to translate raw data into insights.· Strong understanding of call center metrics (AHT, service level, adherence, shrinkage, etc.).· Demonstrated ability to synthesize complex datasets and communicate clear business insights.· Deep understanding of forecasting, scheduling, and performance optimization· Excellent time management and cross-functional collaboration skills.PREFERRED SKILLS · Experience supporting multi-site or blended onshore/nearshore workforce. · Familiarity with relational databases and querying (SQL). · Exposure to real-time management practices and intraday staffing adjustments. · Strong communication and executive presentation skills. About FirstCash Holdings, Inc.FirstCash Holdings, Inc is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers.With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more In addition, our stores provide small, non-recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve.Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs.With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index® and the Russell 2000 Index®, reflecting our strength and stability in the market.Join FirstCash and be part of a company that values integrity, customer service, and growth.---------------------------------------Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job you applied for and other potential opportunities available at FirstCash. Message and data rates may apply. You can unsubscribe to text messages by replying STOP to the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information.FirstCash Holdings, Inc. is an Equal Opportunity EmployerFirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash will ensure that individuals with disabilities are provided with reasonable accommodation. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process; to perform the essential functions of the job; and/or to receive all other benefits and privileges of employment, please contact Human Resources at Recruiter_US@firstcash.com or (800)645-2611 Ext. 1
